「CSを加速する新しい流れ」XFLAG スタジオにおけるCREとは

by Hiroki Toyokawa

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ʮCSΛՃ଎͢Δ৽͍͠ྲྀΕʯ XFLAG ελδΦʹ͓͚ΔCREͱ͸ ๛઒ ߂थ (@otoyo0122) JustTechTalk#11 גࣜձࣾϛΫγΟ XFLAG ελδΦ CREνʔϜ

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ࣗݾ঺հ ● ๛઒ ߂थ (@otoyo0122) ● גࣜձࣾϛΫγΟ XFLAG ελδΦ CREνʔϜ ● ུྺ ○ WebܥελʔτΞοϓΛܦͯɺݱ৬ (2013೥2݄ʙ) ■ ΧελϚʔαϙʔτ (CS) ෦໳ઐଐΤϯδχΞͱͯ͠5೥ ○ CREνʔϜൃ଍ (2017೥12݄)

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XFLAG ελδΦ ● εϚϗΞϓϦ ○ ϞϯελʔετϥΠΫ (2013೥10݄) ○ ϞϯετελδΞϜ (2015೥4݄) ○ ϑΝΠτϦʔά (2017೥6݄) ● ಈը ○ ϞϯετΞχϝ (2015೥10݄) ■ ੈքྦྷܭ࠶ੜճ਺2ԯճಥഁ (2017೥6݄) ○ ܶ৔൛ (2016೥12݄) ● ళฮɾECαΠτ ○ XFLAG STORE SHIBUYA (2017೥5݄) ○ XFLAG STORE (2017೥6݄)

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Ϣʔβʔମݧ

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ࠓ·Ͱങͬͨ΋ͷ

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ͦͷ͓ؾʹೖΓ͸ ͳͥʁ

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ݏ͍ʹͳͬͨͷ͸ ͳͥʁ

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ސ٬ରԠͱ৴པ

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࿑ྗ͕େ͖͍

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ରԠ͕ѱ͍ ͱ ؾ෼͕ѱ͍

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ରԠ͕ѱ͍ ͱ ৴པΛͳ͘͢

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ରԠ͕ྑ͍ ͱ ৴པΛಘΔ

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৴པ͸େࣄ

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CS=ΩʔϚϯ

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CSͷݱ৔ͱ՝୊

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ͳͥѱ͍ ରԠʹͳΔ

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2ͭͷ໰୊

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ᶃٕज़తͳ໰୊ʹରԠͰ͖ͳ͍

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ᶄπʔϧ͕׬શͰ͸ͳ͍

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։ൃνʔϜʹ པΊ͹

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๩͍͔͠Β͋ͱͰͶ

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๩͍͔͠Β͋ͱͰͶ ѱ͘ͳ͍Α❤

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։ൃ CS

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Ͳ͏͠Α͏ʁ

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ಉ͡໨ඪͷΤϯδχΞ͕͍Δͱ͍͍ΑͶ

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CS՝୊͸ޙճ͠ʹ͞Ε͕ͪͱ͍͏ೋॏߏ଄ͷ՝୊ CSઐ໳ͷΤϯδχΞνʔϜ͕͍Δͱ͍͍ ● ٕज़తͳόοΫάϥ΢ϯυ͕͋ͬͯ ● CS՝୊ʹ༏ઌతʹऔΓ૊ΊΔ

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XFLAG ελδΦCREͷ੒Γཱͪ

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ੲʑ͋Δͱ͜ΖʹCSઐ໳ͷ։ൃνʔϜ͕͋ͬͨ

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͔ͦ͠͠ͷଘࡏ͸Ṗʹแ·Ε͍ͯͨ

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΍͕ͯय़ʹͳΓ ɹ৽ଔ͕ೖ͖ͬͯͨ

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৽ଔ͸ݴͬͨ ʮΤϯδχΞͳͷʹCS഑ଐ͔ͱࢥͬͨʯ

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CS՝୊ʹऔΓ૊Ήਓͨͪ ໊લ͸ҧ͑ͲͲͷձࣾʹ΋͍Δ

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ଘࡏ͕஌ΒΕͯͳ͍ ඞཁͳͷ͸Θ͔ͬͯΔ Ͱ΋ඞཁੑ͕ೝ஌͞Εͯͳ͍ ՝୊Λर͏೔ʑ ͜ͷઌͲ͏ͳΔΜͩΖ͏ ໨ࢦ͢΂͖΋ͷ͕ཉ͍͠ ೰Μͩ

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http://developer.hatenastaff.com/entry/2017/08/09/173607 ೰ΜͰͨΒΠϕϯτͰग़ձͬͨਓ͕CRE?ʹͳͬͨ

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CREͱ͸ʁ Customer Reliability Engineer (ސ٬৴པੑΤϯδχΞ) Google ͕ఏএͨ͠໾ׂͷ1ͭ ސ٬ͷ༷࣋ͭʑͳ՝୊ΛΤϯδχΞϦϯάͰղܾ͢Δ αʔϏεɾϒϥϯυʹର͢Δސ٬ͷ৴པͷ࠷େԽ͕໨త

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CRE͸୳͠ٻΊ͍ͯͨ౴͑ͩͬͨ

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2017೥12݄ɺCREνʔϜઃཱ

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ᶃCSπʔϧ౳αϙʔτ؀ڥͷ։ൃɾอक ɹαʔϏεͱಉ͡ίʔυϕʔεͰՔಇ͢Δ಺੡ͷWeb؅ཧը໘

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ᶄ໰͍߹Θͤͷٕज़తௐࠪ ɹܰඍͳ΋ͷ͸ύονΛॻ͍ͯPR΋

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ᶅෆਖ਼ͳϓϨΠϩάௐࠪ΍CSͷۀ຿ޮ཰վળ

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Ҏલ͔ΒCSઐ໳ͷ։ൃνʔϜ͕͋ͬͨ ՝୊ղܾͷઌΛߟ͑ͨΒɺ৴པ޲্͕͋ͬͨ CREνʔϜΛઃཱ͠৴པ޲্ʹऔΓ૊ΜͰ͍Δ

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CREʹΑΔ՝୊ղܾྫ

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ͲΜͳ՝୊͕ ͔͋ͬͨ

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͓໰͍߹Θ͕ͤଟ͍

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͓໰͍߹Θͤͷ൒਺͕ ϓϨΠσʔλ෮چґཔ

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ػछมߋ΍୺຤ނোͰ ݩͷϓϨΠσʔλ͕ ༡΂ͳ͘ͳͬͯ͠·ͬͨ

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ରԠϑϩʔ͕ෳࡶ

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ώϡʔϚϯΤϥʔ΋

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> 2 days

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Ͳ͏͠Α͏ʁ

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ࣗಈԽ

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Ұׅσʔλ෮چγεςϜͷ࢓૊Έ "1*ܦ༝Ͱ ϝʔϧऔಘ $3. ;FOEFTL σʔλ෮چґཔ ৼΓ෼͚ खಈ /( 0, ׬ྃ௨஌ ࣗಈ ࣗಈݕূ ελοϑʹΑΔ ҰཡνΣοΫ ࣗಈݕূ ࣗಈσʔλ෮چ ಺੡γεςϜ "1*ܦ༝Ͱ ϝʔϧߋ৽

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1 month 2 people

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݁Ռ

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< 24 hours

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ख࡞ۀ͔Βͷղ์

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ਖ਼֬͞

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ਓͷ໾ʹཱͯΔ

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՝୊͸·ͩ·ͩ͋Δ

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γεςϜΛ1͔Β࡞Δͷ͸ָ͍͠ʂ

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·ͱΊ

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CRE͸ٕज़Λ௨͓ͯ͠٬༷ͷ৴པΛ޲্͢Δ໾ׂ XFLAG ελδΦCRE͸CSͱڠྗͯ͠৴པ޲্ʹ औΓ૊ΜͰ͍Δ CREʹΑΔ՝୊ղܾྫΛ঺հͨ͠

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ίϛϡχςΟ׆ಈͱએ఻

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ࠓճ঺հͨ͠ҰׅγεςϜΛؚΊ ੒Ռ෺ΛOSSͱͯ͠ެ։͍͖ͯ͠·͢

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● ʲCRE΢ΟʔΫ݄༵೔ʳtoC αʔϏεͷ CRE ʹ͓͚Δ SLO ͷߟ͑ํ ○ https://career.xflag.com/report/engineer/lets-think-slo-of-toc-cre/ ● ʲCRE΢ΟʔΫՐ༵೔ʳZendesk·΋Δ͘Μͱ͍͏ࣾ಺πʔϧΛΦʔϓϯιʔεԽ͠·ͨ͠ ○ https://career.xflag.com/report/engineer/cre-zendesk-incident-protector/ ● ʲCRE΢ΟʔΫਫ༵೔ʳαϒεΫϦϓγϣϯͷͪΐͬͱةݥͰσΟʔϓͳ͓࿩ ○ https://career.xflag.com/report/engineer/cre-subscription-duration/ ● ʲCRE΢ΟʔΫ໦༵೔ʳChatOpsʹΑΔղੳج൫ͷӡ༻վળͱAWSΫϩεΞΧ΢ϯτ؀ڥʹ͓͚Δ Chatbotͷ࣮૷ྫ ○ https://career.xflag.com/report/engineer/aws-cross-account-chatops/ ● ʲCRE΢ΟʔΫ༵ۚ೔ʳCRE νʔϜͰ׆͖ͨ͜Ε·Ͱͷܦݧ ○ https://career.xflag.com/report/engineer/career-of-cre/